COMPLIMENTS & COMPLAINTS POLICIES
Complaints Procedure
Reidmark is committed to provide you (our customers and potential customers) with a high standard of service ensuring that we respond to your needs in an efficient and timely manner. However, we recognise that there may be occasions when we do not meet your expectations or the standards we set for ourselves.
Definition of a complaint
"An expression of dissatisfaction whether justified or not" - BS8600
Your comments are important to us and we take them very seriously therefore if you feel dissatisfied with the standard of service or if you feel that Reidmark has breached the terms of a signed agreement or contract then we would like to know about it.
How do I make a formal complaint?
We do ask you that before you make a formal complaint please give us the opportunity to rectify any concerns in an informal manner, either directly with the Reidmark member of staff who has been dealing with the matter concerned or with their line manager.
There are three ways in which you can record your complaint with us.
- Via Reidmark web site
Click here to access the complaints form for you to complete.
- TASKmanager
Existing system users can use their TASKmanager to record a complaint. This will be electronically fed into the complaint process.
- Executive Club Member
In addition to the above, if you are an Executive Club member you can record a complaint using the form within your dedicated area. This will be electronically fed into the complaint process.
How we will manage your complaint
We will aim to resolve the problem on the spot wherever possible, if not then we will log your concern and arrange the best way to take it forward including a time scale for a response, this will normally be within five working days.
An acknowledgement will be emailed or sent via post and will include a complaint reference number and the name and contact details of the complaint co-ordinator, so you know who is dealing with your complaint should you wish to check on the progress or discuss further.
For those complaints logged via TASKmanager it will be possible to track the progress of the complaint, through TASKmanager.
The complaint co-ordinator will investigate the complaint and you will receive a written response within 14 working days of us receiving the complaint form. In the event of a complex complaint, or if the full response is not available within 14 working days, we will contact you by post or email within that time to confirm a timescale for receipt of the full response.
We aim to resolve any concerns at this stage but if after this stage you still feel dissatisfied with the outcome or response, we would like to work with you to find an acceptable outcome.
At this point you may escalate your complaint to the Managing Director.
The Managing Director will investigate the complaint and the responses provided by the company. If necessary a meeting will be arranged to find an appropriate resolution. An initial response will be provided within 14 working days with a detailed resolution proposal within 30 days.
Customer Complaints
- Reidmark is committed to delivering exceptional customer service and is constantly striving to improve service levels via its continuous improvement programme. However we recognise that there may be occasions when we do not meet your expectations.
- Before you officially log a formal complaint we request that you please give us the opportunity to rectify any concerns in an informal manner either directly with the Reidmark member of staff who has been dealing with the matter concerned, or with their line manager.
- If you are still dissatisfied, customers may formalise their complaint using the TASKmanager system.
- We will aim to resolve the problem on the spot wherever possible, if not then we will log your concern and arrange the best way to take it forward including a time scale for a response. This will normally be within five working days.
- We aim to resolve any concerns at this stage. If after this stage you still feel dissatisfied with the outcome or response, we would like to work with you to find an acceptable outcome. At this point you may escalate your complaint to the Managing Director.
- The Managing Director will investigate the complaint and the responses provided by the company. If necessary a meeting will be arranged to find an appropriate resolution. An initial response will be provided within 14 working days with a detailed resolution proposal within 30 days.